Microsoft Excel
Eric Thomas De Guzman
Operations Associate Manager
Pasig
Summary
A dynamic leader with a proven track record at Wells Fargo, I excel in operational efficiency and team management. My expertise in process compliance and process improvement, coupled with a talent for mentoring, has significantly enhanced productivity. Known for adaptability and analytical skills, I consistently deliver results, fostering collaboration and innovation.
Overview
11
11
years of professional experience
Work History
Lending Operations Associate Manager
Wells Fargo
11.2021 - Current
- Maintained open lines of communication between departments, facilitating effective collaboration on projects requiring input from multiple stakeholders.
- Fostered a culture of continuous improvement within the operations team through regular training sessions and workshops on best practices.
- Collaborated with cross-functional teams to address complex business challenges and develop innovative solutions.
- Implemented process improvements based on feedback from team members, resulting in streamlined workflows that enhanced productivity levels across the board.
- Leveraged analytical skills to identify trends in operational data, using insights gained to make informed recommendations for future actions.
- Managed day-to-day operational tasks, freeing up senior management to focus on strategic initiatives.
- Established performance metrics for the operations team, regularly monitoring progress to ensure alignment with established goals.
- Managed a team of operations associates, providing leadership and guidance to ensure optimal performance levels were achieved.
- Utilized data analysis tools to identify and resolve production issues.
- Reduced operational costs with careful budget management and resource allocation.
Service Quality Assurance Lead
Uber Systems
03.2019 - 11.2021
- Collaborated with cross-functional teams to identify areas for improvement and implement corrective actions.
- Coordinated regular meetings with key stakeholders, discussing progress toward quality objectives and developing action plans as needed based on findings from reviews or assessments.
- Improved customer satisfaction ratings by addressing and resolving product issues in a timely manner.
- Monitored industry trends and best practices, proactively incorporating new ideas and strategies into the team''s processes to maintain competitive advantage.
- Conducted root cause analyses on reported issues, identifying underlying factors contributing to problems and recommending appropriate solutions.
- Mentored junior staff members, fostering professional growth and development within the quality assurance team.
- Evaluated vendor performance, ensuring adherence to established quality requirements and making recommendations for improvements when needed.
- Championed continuous improvement initiatives, leading efforts to optimize existing processes for better overall results.
- Analyzed data from various sources to identify trends, uncovering potential risks and opportunities for improvement in service quality.
- Adapted procedures to mitigate issues and improve deficiencies.
- Documented nonconforming material and reported to appropriate business partners for review and assessment.
Service Quality Assurance Analyst
Uber Systems
08.2018 - 02.2019
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.
- Recommended process changes and corrections to business partners in an effort to close process gaps and better clarify grey areas in business policies.
Community Operations Specialist
Uber Systems
08.2017 - 07.2018
- Mentored junior team members, sharing insights and best practices for handling escalated customer concerns effectively.
- Resolved complex customer issues by collaborating with cross-functional teams and implementing effective solutions.
- Acted as a liaison between customers and upper management, ensuring all parties were informed of relevant updates and progress made towards resolving issues.
- Enhanced customer satisfaction by promptly addressing escalations and providing timely resolutions.
- Contributed to the development of escalation policies and procedures that improved the overall customer experience.
- Served as an escalation point-of-contact, effectively handling sensitive situations requiring urgent attention or specialized knowledge.
- Developed strong relationships with key stakeholders, fostering a collaborative environment for effective problemsolving.
- Provided training to new team members on escalation procedures, enhancing their skills and overall team performance.
- Assisted in quality assurance efforts by identifying patterns in escalations, ultimately leading to targeted improvements in products or services offered by the company.
- Cross-trained and backed up other customer service managers.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Customer Service Representative
Keywords Studios
02.2017 - 06.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Shift Leader
GameOps
03.2016 - 02.2017
- Trained new employees and delegated daily tasks and responsibilities.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enforced company policies and regulations with employees.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
- Developed strong communication skills among team members by encouraging open dialogue during shift meetings or one-on-one discussions.
- Streamlined communication between team members, which helped in resolving issues more quickly.
- Facilitated team building activities, strengthening cohesion and productivity of team.
- Enhanced team efficiency by leading shift changeovers, ensuring smooth operations without downtime.
- Conducted regular team meetings to discuss targets and strategies, keeping everyone aligned with goals.
- Implemented system for tracking employee performance, identifying areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
Senior Game Operations Specialist
GameOps
07.2015 - 02.2016
- Mentored junior team members, contributing to their professional development and overall team success.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained staff on operating procedures and company services.
Game Operations Specialist
GameOps
01.2015 - 06.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Educated customers about billing, payment processing and support policies and procedures.
Game Operations Specialist
GameOps
04.2014 - 11.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Science - Physics
De La Salle University
Manila, Metro Manila, Philippines 04.2001 -
Skills
Operational Efficiency
Scheduling Coordination
Capacity Planning
Procedure Implementation
Operations Management
Training and mentoring
Employee Supervision
Compliance Monitoring
Performance Tracking
Process Improvement
Teamwork and Collaboration
Team Management
Time Management
Multitasking Abilities
Adaptability and Flexibility
Quality Assurance
Analytical Skills
Performance monitoring
Accomplishments
- Used Microsoft Excel to monitor performance metrics and trends on a team and department level.
- Supervised team of 17 Loan Document Specialists.
- Achieved highest Quality scores on the Enterprise level through effectively monitoring top opportunities and consistently providing support to team members in the form of process calibration and mentoring.
- Documented and resolved several process gaps which led to the enhancement of our business policies and procedures knowledgebase, for more seamless use by customer service representatives.
Software
Google Suite
Microsoft Office
OBS Studio
Languages
English
Bilingual or Proficient (C2)
Interests
Formula 1
Video Games
Music
Cooking
Live Content Creation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lending Operations Associate Manager
Wells Fargo
11.2021 - Current
Service Quality Assurance Lead
Uber Systems
03.2019 - 11.2021
Service Quality Assurance Analyst
Uber Systems
08.2018 - 02.2019
Community Operations Specialist
Uber Systems
08.2017 - 07.2018
Customer Service Representative
Keywords Studios
02.2017 - 06.2017
Shift Leader
GameOps
03.2016 - 02.2017
Senior Game Operations Specialist
GameOps
07.2015 - 02.2016
Game Operations Specialist
GameOps
01.2015 - 06.2015
Game Operations Specialist
GameOps
04.2014 - 11.2014
Bachelor of Science - Physics
De La Salle University
04.2001 -